Job Summary
JOB DESCRIPTION – Client Support, Tier 3
Location: Remote Canada
Division: Universe
Contract Terms: Permanent, 37.5 hours per week
THE TEAM
Our client services team owns the client relationship from sign up to event production and acts as the voice of the client for our product team. As part of that, they also support the fan journey, fan queries and fan support on behalf of clients. They are empathetic, active, consultative strategists working to understand customer needs and ensure adoption, helping customers to exceed their goals. From onboarding to engagement to event strategy, our CSMs are driven by customer success, satisfaction, and adoption.
THE JOB
This position will support Universe, a division within Ticketmaster. We’re seeking an ambitious, bright, and self-driven individual to join our client services team, with a focus on non-managed client accounts, fan support and operations.
This role will be responsible for handling inbound emails from clients and ticket buyers (fans), be the first line of defense to troubleshoot issues, provide solutions and propose and implement process improvements with the broader team, including product and sales.
What You Will Be Doing
- Engage with event hosts and ticket buyers (fans) to resolve issues and requests with strong empathy
- Advocate for the event hosts and ticket buyers by ensuring their needs are being met and clearly communicate roadblocks to the product and design teams
- Log issues and user feedback, and work closely with developers to reproduce issues, problem-solve, and verify fixes
- Identify process optimization and improvements to customer success flows to improve the support experience
- Work closely with the Sales and Product teams to ensure client needs are met and clearly communicating roadblocks to the team
- Monitor client chargeback activity and flag fraudulent trends, and alert respective teams
- Manage priority support hosts to resolve issues and product requests; fulfill Ticketmaster and TicketWeb marketing campaigns and submit equipment requests.
- Working Monday to Friday, 9am – 5:30pm with flexibility to attend to urgent client matters outside of normal business hours
Our job descriptions evolve with our business needs and priorities. In addition to the description above, your role may include additional duties, responsibilities, projects, and team support as needed.
WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)
- Minimum of 1+ years’ experience in a customer facing role; customer success, customer service, sales, or similar
- Strong understanding of technology and how to efficiently use it to best help our clients
- Clear and concise verbal and written communication skills; including exceptional spelling and grammar
- Excellent social and interpersonal skills; you’re friendly and outgoing, and enjoying connecting with new people
- Proficient in Microsoft Office suite products
- Experience using Zendesk, Stripe, Sift, and Hyperwallet is a plus
- COVID-19 vaccination will be required for this position, subject to legally entitled accommodations
You (behavioural Skills)
- Communication – Outstanding oral and written communication skills, with a focus on client interactions and presentations/demonstrations.
- Winning Teamwork – Collaborating with others in a respectful manner and openly sharing information amongst the team to assist in achieving Ticketmaster goals and objectives. Taking the time to empathize and understand where others are coming from, along with showing recognition and appreciation for the contribution of others.
- Results-Oriented – Energetic, highly motivated self-starter with a track record of meeting/exceeding goals through creativity and relationship building, with a knack for being resourceful.
- Problem Solving and Innovation – Gathering appropriate perspectives and insights and seeking win-win solutions by remaining open to alternative approaches and being proactive in generating new ideas. Ability to maintain a balanced perspective and see all sides of an issue and manage problems in a timely and effective manner. A free and independent thinker, open to new ideas and concepts.
- Organizational Skills – Manages competing priorities of several teams/departments/locations. Tasks and project management orientation (with the ability to hold others accountable).
LIFE AT TICKETMASTER
We are proud to be a part of Live Nation Entertainment, the world’s largest live entertainment company.
Our vision at Ticketmaster is to connect people around the world to the live events they love. As the world’s largest ticket marketplace and the leading global provider of enterprise tools and services for the live entertainment business, we are uniquely positioned to successfully deliver on that vision.
We do it all with an intense passion for Live and an inspiring and diverse culture driven by accessible leaders, attentive managers, and enthusiastic teams. If you’re passionate about live entertainment like we are, and you want to work at a company dedicated to helping millions of fans experience it, we want to hear from you.
Our Work Is Guided By Our Values
- Reliability - We understand that fans and clients rely on us to power their live event experiences, and we rely on each other to make it happen.
- Teamwork - We believe individual achievement pales in comparison to the level of success that can be achieved by a team
- Integrity - We are committed to the highest moral and ethical standards on behalf of the countless partners and stakeholders we represent
- Belonging - We are committed to building a culture in which all people can be their authentic selves, have an equal voice and opportunities to thrive
EQUAL OPPORTUNITIES
We are passionate and committed to our people and go beyond the rhetoric of diversity and inclusion. You will be working in an inclusive environment and be encouraged to bring your whole self to work. We will do all that we can to help you successfully balance your work and homelife. As a growing business we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with. It's talent that matters to us and we encourage applications from people irrespective of their gender, race, sexual orientation, religion, age, disability status or caring responsibilities.
Ticketmaster Canada will provide reasonable accommodations for qualified individuals with disabilities in the job application process. If you have difficulty using our online application system and need an accommodation due to a disability, please email accessibilitycanada@ticketmaster.ca. Please note this inbox is limited to accommodation requests. Resumes submitted to this inbox will not be considered.
